Cool Tech, Smarter Ice: How Arctic Glacier Modernized with Smart Networks and AI
Lumen Customer Stories Team
Posted On July 23, 2025
What began in 1882 as a single icehouse has grown into one of North America’s most recognizable names in ice. Today, Arctic Glacier delivers over two billion pounds of premium ice each year to more than 65,000 customer locations across the U.S. and Canada. Behind every bag of crystal-clear ice is a complex operation powered by logistics, manufacturing and a commitment to quality.
At the heart of this transformation is a company that’s not just keeping up with change—but leading it. Arctic Glacier is redefining what it means to be in the ice business, blending tradition with innovation to serve customers faster, smarter and more reliably than ever before.
“When I joined Arctic Glacier, I saw a symphony of moving parts that needed to work in harmony,” said Doug Saunders, Chief Information Officer at Arctic Glacier. “Different sections have to work well together to deliver high-quality products to our customers.”
When legacy systems melt under pressure
As Arctic Glacier scaled its operations across nearly 100 facilities, their legacy systems became a liability. Each location operated with its own internet provider and network equipment, creating a fragmented, costly and hard-to-manage infrastructure. Teams relied on manual procedures—like handwritten invoices and phone calls—to process orders and resolve issues, which proved especially inefficient during peak demand periods like July 4.
The call for simplification
Saunders recognized the need for a unified, reliable infrastructure to streamline operations and drive profitability. “Simplification was number one,” he said. “It was a very complex technology environment. We wanted to simplify for the end-user experience.”
Without centralized connectivity, Arctic Glacier struggled to access real-time data, forecast demand or respond quickly to customer needs. Food safety compliance added further complexity, requiring consistent quality control across all facilities. Meanwhile, customer service was hampered by the absence of a centralized support system. “We had no real ability to help the end user efficiently,” Saunders noted. “There was no service desk, no ticketing system—just ad hoc troubleshooting.”
To move forward, Arctic Glacier needed a standardized network infrastructure, centralized support and scalable systems to support real-time decision-making, improve logistics and enhance customer experience.
Modern tools for a modern ice company
To support their growing footprint, Arctic Glacier turned to Lumen to design a solution that would simplify, standardize and scale their technology environment.
The first step was replacing a patchwork of internet providers with a single, dependable network. Arctic Glacier deployed Lumen® Dedicated Internet Access (DIA) high-speed internet connections across all locations. With this comprehensive approach, Arctic Glacier gained reliable connectivity, simplified billing and centralized network management.
“We had close to 100 locations with unique circuits and carriers,” said Saunders. “Now we have a centralized ability to manage all of our network gear through Lumen, which has really taken a load off me and my team.”
A 24/7 managed service desk was introduced to provide immediate support, allowing Arctic Glacier’s IT team to shift focus from troubleshooting to strategic initiatives.
“By leveraging Lumen® Managed Services, we can help our customers stay active, online and satisfied,” Saunders explained. “Now, we can track issues, resolve them faster and identify trends before they become problems.”
The intelligence behind the ice
Beyond connectivity, Arctic Glacier embraced a suite of advanced technologies to further drive efficiency:
- IoT sensors were installed in production facilities and merchandiser ice machines to monitor ice levels and energy usage. This helped reduce waste and ensured customers always had the ice they needed.
- AI automation was introduced to handle customer orders. A virtual assistant named “Glenn Glacier” now processes customer orders automatically, cutting down on phone calls and manual entry.
- Advanced analytics help Arctic Glacier predict demand based on weather data and historical trends, so they can adjust production and inform dynamic pricing strategies.
“We’re building a platform that gives tools to our teams so they can get to data quickly and make smart business decisions,” Saunders said.
To keep its infrastructure up to date without large capital expenditures, Arctic Glacier used Lumen Customer Provided Equipment as a Service (CPEaaS). This model allowed them to refresh their aging equipment over time, without incurring large upfront costs.
Together, these solutions helped Arctic Glacier streamline operations, improve service delivery and build a scalable foundation for future growth.
Built to perform, designed to scale
The results of Arctic Glacier’s transformation have been both measurable and meaningful. By modernizing their infrastructure and embracing automation, Arctic Glacier has significantly improved operational efficiency—boosting automation from 16% to 60% and saving an estimated $1-2 million annually.
The cold, hard results
Arctic Glacier’s transformation has yielded impressive results:
- Operational efficiency: Automation increased from 16% to 60%, while real-time data and centralized systems streamlined decision-making and reduced manual work.
- Cost savings: Estimated annual savings of $1–2 million, plus preserved capital through CPEaaS to reinvest in ongoing infrastructure upgrades like AI, analytics and IoT.
- Improved distribution: IoT-enabled merchandisers provided real-time inventory data, reducing unnecessary trips and improving responsiveness. Moreover, advanced sensors helped Arctic Glacier maintain food safety standards, consistently earning top audit scores for their high-quality, food-safe ice.
- Enhanced customer experience: The reliable network and improved distribution processes ensured timely deliveries and high-quality, food-safe ice products, boosting customer satisfaction.
- Food safety and compliance: Advanced monitoring and filtration systems helped maintain high audit scores and product integrity.
- Scalability and innovation: A modern digital foundation supports future growth, including expanded AI capabilities and dynamic pricing models based on weather and event data.
By embracing innovative solutions and leveraging advanced technology, Arctic Glacier has transformed its operations, driving efficiency, cost savings and customer satisfaction. “We are becoming more of a tech company,” said Saunders. “We use technology to drive efficiency and revenue, and to differentiate ourselves from the competition.”
A partnership built on trust
For Doug Saunders, the relationship with Lumen can be summed up in one word: trust. “I don’t like to use the word ‘vendor,’” he said. “Lumen is a partner. There’s a high level of trust, transparency and collaboration.”
That trust has been built through years of shared problem-solving and a commitment to delivering value. With Lumen managing infrastructure, network and voice services, Arctic Glacier’s IT team is now free to focus on innovation. With this digital foundation in place, they are preparing for the next phase of growth: scaling IoT, advancing AI and refining analytics to become not just the biggest name in ice, but the smartest.
“We’re not just keeping the lights on—we’re creating value,” Saunders said. “And Lumen is the backbone that makes it all possible.”
To learn more about Arctic Glacier’s transformation, read the full customer success story.
Visit our customer story library to learn how organizations in virtually every industry are achieving their business objectives.
Current Lumen customer compensated for their endorsement.
This content is provided for informational purposes only and may require additional research and substantiation by the end user. In addition, the information is provided “as is” without any warranty or condition of any kind, either express or implied. Use of this information is at the end user’s own risk. Lumen does not warrant that the information will meet the end user’s requirements or that the implementation or usage of this information will result in the desired outcome of the end user. All third-party company and product or service names referenced in this article are for identification purposes only and do not imply endorsement or affiliation with Lumen. This document represents Lumen products and offerings as of the date of issue. Services not available everywhere. Lumen may change or cancel products and services or substitute similar products and services at its sole discretion without notice. ©2025 Lumen Technologies. All Rights Reserved.
